Detection Officers

at  ANZ Banking Group

Req ID: 63510
Department: AR Customer Services Ops Customer Protection COE
Division: Australia Retail
Location: Melbourne
About the role
At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving our customers’ financial wellbeing so they can achieve incredible things – be it buying their home, building a business or saving for things big or small.
The Detection Officer is part of a team of multi-skilled customer focused individuals. They make a difference in our workforce with their willingness to continually learn, curiosity to broaden their view of operations and passion to improve customer service. They integrate and adapt quickly, working well with others as they respond to business critical capacity gaps across Customer Protection.
Reporting into the Detection Lead, this role is responsible for minimising fraud and scam losses through the timely actioning of alerts and to minimise customer impact when restricting accounts where contact with a customer is not possible. The incumbent will be required to minimise impacts to customer experience as a result of confirmed fraud cases and work towards making sound decisions when removing blocks for genuine cases.
The incumbent will be responsible for the detection and investigation of fraud and scam alerts across card and digital transactions and platforms while initiating steps to prevent monetary loss being incurred to the bank and/or our customers. The role will also be involved in fraud prevention through involvement in working on potentially compromised CRN’s and cards as identified by the Fraud Analytics team.
The role requires flexibility across a 24/7 roster and has responsibility for servicing inbound and outbound phone calls related to the aforementioned transaction types and platforms. In addition, it will also be expected that this role undertakes some cross skilling into scams related functions to maximise operational capability across the detection and scams teams.
Role Location: 833 Collins Street, Docklands VIC 3008
Role Type: Full-Time, Permanent
Note: Multiple opportunities available

Please refer the Job description for details